Reeling in new ideas for training student support consultants

In this paper, several new tools for training student support consultants are discussed along with their integration into the overall training plan for new and veteran consultants at the University of Wisconsin-La Crosse.Using Microsoft Visio, procedural workflows provide a visual aid for both learning and general reference. Training modules based on the Microsoft Certified Desktop Support Technician (MCDST) certification provide advanced learning for all consultants as well as an opportunity to enhance their future marketability. Finally, problem solving, customer service and critical thinking skills are built using discussion items from the Deal with It. Help Desk Edition game.All three of these tools are a part of the initial training process as well as the ongoing training of veteran consultants. The initial training process is outlined in a detailed checklist for new consultants who receive information through on-the-job, instructor-led (when possible) and online learning.